We decided to stay at the Sheraton Waikiki after recommendations that the pool area is very kid friendly and of its the central location. I would agree it achieved both of these criteria, however this is where the great points stop.
Travelling with kids, we decided to opt for a Malia Suite, so we can have the extra bedroom and living area. The suites are old and unrenovated and do not live up to the standard of the Sheraton name. They also offer no kitchenette facility aside from an empty fridge, which is not really what a suite should do. The prices however have not been modified downwards to reflect the below average standard of this particular room type. Perhaps in the 1990s this room would have lived up to standard, but in 2013, peeling wall paper, bathrooms that smell of mould, no soundproofing what so ever to rooms above and next door, stained couches, carpet stains, plastic outdoor furniture, peeling paint and air-conditioning that didn't work properly, this hotel just didn't cut it for our family.
I do believe all other rooms in the hotel have been renovated as told by the maintenance staff, except for Malia so we would strongly avoid this room type till it has been done up or if it gets renovated, or even better, given to you at bargain prices. Perhaps adjoining rooms would've been a better option?
Upon asking the reception, if there were any other rooms choices, we were told flatly, the hotel was at capacity and there was nothing that could be done at all. They also had the cheek to tell us that the "soft furnishings" had been updated - I don't think so, who are they kidding?!
We found this hotel to be very large and very impersonal. The pool is super busy and there are many people that can use it easily with access from the beach and public areas, without any reprimand or control as the access from the beach is not locked or controlled by a key. Some points of control at the gates would make the pool much safer for kids and adults alike and more family friend, because there are a lot of dodgy types that wonder through along the path to take a short cut to the adult infinity pool after lunch hour, and not much staff to really police it!
There was only one waitress who covered the pool area for drinks and food the whole 7 days we were there. Poor thing just couldn't keep up. I really think they could afford another. Food choices on the pool menu are super limited and unhealthy. They even ran out of fresh towels on three of the seven days just after lunch! The two water stations were empty around the pool by lunchtime and never refilled.
Rumfire is good for drinks, but doesn't offer a huge food choice. There is a smelly mini mart that caters only to the Japanese downstairs, so avoid it as it is a purely Asian mini mart and just head to the ABC in the Royal Hawaiian centre outside. You're much better off exploring the Waikiki strip for food options rather than in house. Il Luppino (Italian restaurant just outside on the driveway is also average (see my separate review). The Japanese restaurant was closed for renovation.
Next time, I'd go back to the Moana, much nicer, great Beachhouse restaurant, and similar $ spent to stay in the rooms. Skip the pool, the beach is great enough. Even the Trump had comparable rooms prices and we nearly moved out on day 2, had it not been for unsettling our younger family again, and their rooms are new and clean and the service in their restaurant is outstanding.
So families beware!!! We travelled in July, so unless you travel in shoulder season or off season, where hotels like this are not at capacity and service levels would be substantially different, I would not return here.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Aloha and mahalo for sharing your recent experience with us. We apologize for any inconveniences you encountered during your stay and have shared your feedback with our management team. Your comments are very important to us, we are always looking for ways to improve our guests' experience. Thank you and we hope you will reconsider staying with us on your next Hawaiian holiday. Cheers.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.